Manager; Customer Experience

Job Description


  Manager, Customer Experience

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organisations in today's most important industries. Our growth is driven by delivering real results for our clients. It is also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence, and supports our communities.

Our clients are facing a future of massive disruption driven by rapidly evolving customer and consumer expectations and behaviours, digital technology, advanced analytics, new competition, and regulatory change. KPMG is expanding its Customer Experience consulting team to help our clients to successfully navigate this disruption and take advantage of new opportunities. We work with clients to develop strategies and design outstanding customer experiences, product, and services.

We are currently seeking a Manager to join the Customer Experience team.


Job Details

  • Company: KPMG Nigeria
  • Job Type:  Full Time
  • Job Location: Lagos, Nigeria


  • Support clients on their customer experience and digital transformation journeys.
  • Help clients define and deliver transformational experiences for their customers and employees that drive innovation.
  • Lead delivery of engagements and take responsibility for project teams.
  • Lead client workshops and projects using collaborative methods such as design thinking and agile methodology.
  • Present insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills.
  • Build and maintain relationships between KPMG and client teams/stakeholders.
  • Contribute to business development efforts, lead proposal development, and support the development of client offerings
  • Contribute to thought leadership and knowledge management
  • Mentor and provide professional development opportunities for junior team members





  • A minimum of a Second Class Upper degree
  • A Master’s degree is an added advantage
  • A minimum of 8 years of relevant work experience in one or more of the following industries: financial services, technology, telecoms, or management consulting
  • Experience across digital strategy and delivery, customer strategy, customer experience design, journey design, business transformation, innovation, and product development/management
  • An understanding of design thinking methodologies and its application to UX/CX
  • Experience or qualifications in Agile would be a plus
  • Demonstrable experience leading project teams is a critical requirement
  • Strong people management and development skills
  • Ability to plan, structure and prepare client-ready deliverables
  • Ability to deliver high-quality work products across multiple engagements
  • Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
  • Excellent facilitation and presentation skills
  • Excellent written and verbal communication skills
  • Very good proficiency in MS Office suite is essential


 How to Apply

Fill out an application form on

Application closes on Monday, 12 July 2021